When the going gets tough: exploring visitors' experiences and expectations of museum digital channels during COVID-19
(2021) BUSN39 20211Department of Business Administration
- Abstract
- The purpose of this paper is to shed light on museum visitors’ experiences during the pandemic. Precisely, we aim to investigate visitors’ expectations and experiences towards digital channels and identify potential gaps between museums’ offering and what visitors’ are looking for, further providing insights on the perceived advantages and limitations of museums’ digital transformation.
The research found three gaps between visitors’ expectations and actual experiences during the pandemic, linked to dimensions of experience, but also technology acceptance. These revealed areas with room for improvement for better museum service design and digitalization. Online and offline integration, which appeared inductively and organically from... (More) - The purpose of this paper is to shed light on museum visitors’ experiences during the pandemic. Precisely, we aim to investigate visitors’ expectations and experiences towards digital channels and identify potential gaps between museums’ offering and what visitors’ are looking for, further providing insights on the perceived advantages and limitations of museums’ digital transformation.
The research found three gaps between visitors’ expectations and actual experiences during the pandemic, linked to dimensions of experience, but also technology acceptance. These revealed areas with room for improvement for better museum service design and digitalization. Online and offline integration, which appeared inductively and organically from data, is another aspect visitors are looking for to create hybrid and integrated experiences.
This study reveals insights for museum organizations and professionals to devise relevant digital strategies. It further provides recommendations and actionable observations for understanding visitors’ expectations and what audiences might be looking for digitally, towards the improvement and development of museums’ digital service design. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9049581
- author
- Zaraa, Neïla Imène LU and Beswick, Lucy LU
- supervisor
- organization
- course
- BUSN39 20211
- year
- 2021
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- experience, visitor-centric, expectations, digital channels, museums, COVID-19
- language
- English
- id
- 9049581
- date added to LUP
- 2021-06-29 14:20:19
- date last changed
- 2021-06-29 14:20:19
@misc{9049581,
abstract = {{The purpose of this paper is to shed light on museum visitors’ experiences during the pandemic. Precisely, we aim to investigate visitors’ expectations and experiences towards digital channels and identify potential gaps between museums’ offering and what visitors’ are looking for, further providing insights on the perceived advantages and limitations of museums’ digital transformation.
The research found three gaps between visitors’ expectations and actual experiences during the pandemic, linked to dimensions of experience, but also technology acceptance. These revealed areas with room for improvement for better museum service design and digitalization. Online and offline integration, which appeared inductively and organically from data, is another aspect visitors are looking for to create hybrid and integrated experiences.
This study reveals insights for museum organizations and professionals to devise relevant digital strategies. It further provides recommendations and actionable observations for understanding visitors’ expectations and what audiences might be looking for digitally, towards the improvement and development of museums’ digital service design.}},
author = {{Zaraa, Neïla Imène and Beswick, Lucy}},
language = {{eng}},
note = {{Student Paper}},
title = {{When the going gets tough: exploring visitors' experiences and expectations of museum digital channels during COVID-19}},
year = {{2021}},
}